What are the responsibilities and job description for the Night Auditor position at Hampton Inn & Suites?
Job Description
A Guest Service Agent is responsible for greeting and registering guests and checking guests out of the hotel in the hotel's continuing effort to deliver outstanding guest service and financial profitability.
What will I be doing?
Greet, register, and assign rooms to guests; including issuing rooms keys, ensuring that all guests sign guest registration card and provide a credit card or other method of payment.
Answer, screen and forward telephone calls, take messages and schedule/change reservations.
Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions.
Record guest comments/ complaints and refer guest to a manager as necessary. Contact housekeeping or maintenance staff when guests report problems.
Resolve guest issues quickly, efficiently, courteously and professionally. Keep records of room availability and guests' accounts.
Post charges, such as those for rooms, food, beverages by using computer software program. Maintain room key control and supervise guest access to safe deposit boxes.
Verify banks and deposits each shift and follow all cash-handling and credit policies. Responsible for the order and cleanliness of the front desk and adjacent work areas. Complete front desk communication log daily.
Primary Functions:
Properly and accurately conduct the front office functions in a timely manner and transmit the information to the General Manager.
Ensure the hotel meets and exceeds standards for guest's and visitors alike.
In case of an emergency, strictly follow the hotel safety and security training and protocol.
Specific Responsibilities Proficiency the property management systems a PLUS - if not familiar, training will proceed.
Have a good understanding of all of hotel operating procedures. Comply with all existing and new front office policies and procedures.
Utilize the front office communication log, read and initial the front office log on shift start and make appropriate entries at end of shift. Observe the company appearance and dress code/uniform policy. Process, as assigned, cancellations and modifications to reservations.
Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates. Have complete knowledge of room types and offered rate plans.
Fully understand company policy on guaranteed reservations and no-shows. Excellent communication, phone and hospitality skills are a must.
Qualifications and Skills
Experience: Previous hotel and hospitality experience preferred. However, we will train the right person from related fields - customer services, etc.
This Job Is Ideal for Someone Who Is:
- Dependable -- more reliable than spontaneous
- People-oriented -- enjoys interacting with people and working on group projects
- Adaptable/flexible -- enjoys doing work that requires frequent shifts in direction
- Detail-oriented -- would rather focus on the details of work than the bigger picture
- Achievement-oriented -- enjoys taking on challenges, even if they might fail
- Autonomous/Independent -- enjoys working with little direction
- Innovative -- prefers working in unconventional ways or on tasks that require creativity
- High stress tolerance -- thrives in a high-pressure environment
Job Types: Full-time, Part-time
Schedule:
- 8 hour shift
- Evening shift
- Monday to Friday
- Night shift
- Overnight shift
- Overtime
- Weekends as needed
- Weekends only
Experience:
- Hotel experience: 1 year (Preferred)
Work Location: In person
